Who to call when internet lines are physically cut?

[Anonymous]

Anonymous wrote:

Anonymous wrote:

Anonymous wrote:Where is this?

It isn’t in the DCUM area but think of places like inner city Baltimore or Anacostia pre-gentrification.

This forum is primarily for the DCUM area. We know what options are available in the DC area. Not knowing where you are allows no one to give you specific information, not that we'd know it. Your options are location-specific.

You’re funny. Her service provider is at&t, which is national. I’ve been investigating options for tethering devices to her cell as a hotspot.

I’m sorry, but the question isn’t really location specific other than public hotspots via Cox aren’t nearby. All at&t calls (including a whole host of numbers I’ve found) are routed to the tech center. I want to get someone on the phone at a higher level. And the problem is bigger than just my mom’s neighborhood. There are other places across the problem that face similar challenges as we become more tech dependent (much of it AI for support), and companies want to get away from wire. Tack on the fact that new solutions aren’t always comparable in price.

[Anonymous]

Anonymous wrote:This sounds odd to me. Can she switch from the phone company to a cable provider? Comcast has its "Internet Essentials" program for lower income people. 15 Mbps for $9.95 a month plus tax.

Other ideas -- call the local public service commission or the Federal Communications Commission and complain. She should have phone service. And if that works her internet service should work.

Of course the landline was also down.

[Anonymous]

Anonymous wrote:

Anonymous wrote:This sounds odd to me. Can she switch from the phone company to a cable provider? Comcast has its "Internet Essentials" program for lower income people. 15 Mbps for $9.95 a month plus tax.

Other ideas -- call the local public service commission or the Federal Communications Commission and complain. She should have phone service. And if that works her internet service should work.

Of course the landline was also down.

Forgot to say there are no cable lines to her house or neighbors. The cable lines run through the alleys but since has no alley (there’s an historic cemetery behind her instead), they can’t/won’t run cable to her house. They also won’t strIng the cable to the house. (I asked.) she’d have get satellite, which she doesn’t have.

[Anonymous]

Thanks for the input. Looks like she’s SOL again for now.

[Anonymous]

She has copper service for her landline. She needs to call in _every_ time that goes down. Landlines are regulated and have a standard of service, while internet does not. Document it. Any time it takes more than 2 business days to restore, file a report with the public utilities commission. Then, go to her county council/equivalent representative and complain there as well. Don't mention internet at all, as it'll just muddy your complaint. Focus on phone service. It's regulated.

[Anonymous]

I agree with the above poster on continuing to focus on the landline access and containing to file complaints when the service is out more than 48 hours.

As an aside, have you looked into the Assurance cell phone service? It is for low income individuals and based on your mother’s monthly income, it may be free for her. This might give her some breathing room in her budget if she doesn’t have to pay for cell service every month.

https://www.assurancewireless.com/

[Anonymous]

Does the company that provides the phone/internet service also own the copper line?

Also, a thought -- when the line is cut, that eliminates 911 access for people who rely on landlines, it can also eliminate security and fire alarm systems in some cases where the systems require the copper line (something I have read about). I don't know if you would get blown off if you called dispatch services (non-emergency number or daytime admin number rather than 911 if not an actual emergency), or perhaps the people who are in charge of coordinating emergency services in your area. There are likely other people even more dependent that your mom on these lines being fixed.

[Anonymous]

Thanks again everyone.

FWIW I live in DCUM land while mom lives out of state. I’m still investigating. And re: emergency services and copper lines it is a huge problem especially in a place with a lot of seniors on social security and maybe small pensions. It is ridiculous for AT&T who owns the wires to blow things off by saying they’re trying to go off wires when they have paying customers now. If customers are paying for a service you still offer, then you darn well need to provide service. And as some have noted, it may a legal issue as well.

Re: upgrading services to allow tethering and reasonable, regular internet access — it requires upgrading from senior/low income basic plans to premium services.

[Anonymous]

Anonymous wrote:Does the company that provides the phone/internet service also own the copper line?

Also, a thought -- when the line is cut, that eliminates 911 access for people who rely on landlines, it can also eliminate security and fire alarm systems in some cases where the systems require the copper line (something I have read about). I don't know if you would get blown off if you called dispatch services (non-emergency number or daytime admin number rather than 911 if not an actual emergency), or perhaps the people who are in charge of coordinating emergency services in your area. There are likely other people even more dependent that your mom on these lines being fixed.

The not so funny thing is that the city (which is now within the top 20 largest not top 15) struggles to have working fire and ems trucks in working order. Response times are bad. I’ve witnessed it, and I’ve read about it in the news. Even with working lines, EMS can take 20-30 minutes. The good news is police have reduced their response times. A few years ago this neighborhood was identified as one that was holding on, but it has slipped quickly and dramatically. SMH

Happy Thanksgiving, everyone. Be grateful for what we’ve got going for us around here.